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Episode 41- Is Great Service Born or made?
Episode 41- Is Great Service Born or made?
Customer Service Leaders- You have one Job
Customer Service Leaders- You have one Job
Episode 37 - The 3 Imperatives for Contact Center Leaders
Is the worst Job in Your company in the Call Center?
Is the worst Job in Your company in the Call Center?
 
 

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Podcast
Episode 41- Is Great Service Born or made?
Episode 41- Is Great Service Born or made?
Customer Service Leaders- You have one Job
Customer Service Leaders- You have one Job
Episode 37 - The 3 Imperatives for Contact Center Leaders
Episode 37 - The 3 Imperatives for Contact Center Leaders
 

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Blog
Customer Service Leaders- You have one Job
Customer Service Leaders- You have one Job
Is the worst Job in Your company in the Call Center?
Is the worst Job in Your company in the Call Center?
Ep 7. Being a Contact Center Agent Sucks and how we can fix it
Ep 7. Being a Contact Center Agent Sucks and how we can fix it
 

Customer Experience

Blog
Is the worst Job in Your company in the Call Center?
Is the worst Job in Your company in the Call Center?
Why you can't listen to the Experts (Ep 29)
Why you can't listen to the Experts (Ep 29)
On Being a Human Being
On Being a Human Being
 
 

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Say Goodbye to Your Service Job
Say Goodbye to Your Service Job

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Customer Service Leaders- You have one Job
Customer Service Leaders- You have one Job
Say Goodbye to Your Service Job
Say Goodbye to Your Service Job
The Myth of the Empowered Customer
The Myth of the Empowered Customer

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The Service Industry Is Still Measuring The Wrong Things. Check more, link in bio
We don’t suffer from lack of information there is in fact too much noise, a cacophony of an echo chamber that reinforces your own beliefs. Check more, link in bio
Episode 41 - Is great Service Born or Made? Check more, link in bio
Call center reps have less freedom than federal prisoners. Check more, link in bio
Can we all agree that every McDonald’s Hamburger would taste a little bit better if it were served by a Chic-Fil-A employee. Check more, link in bio
What Elon Musk Gets About Customer Feedback. Check more, link in bio
Customer Service has way too much in common with prostitution. Check more, link in bio
The promise of AI in Customer Service is not more automation, we have examples of terrible automations in IVRs and they suck. It is the promise of a more human, more intelligent experience. Check more, link in bio
 
 
 
 
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